Terms of service

Our full Terms of service can be found here on edfringe.com.

The following terms apply if you are purchasing goods from the Fringe online shop on the Website (at www.edfringe.com/shop), in addition to the other clauses in these terms and conditions, except for clause 12 (Purchasing Tickets), clause 14 (Registering a Show), clause 15 (App Licensing Terms) and clause 16 (Advertising Terms). All references to "we", "us", "our" etc. in this clause 13 shall refer to FFTL.

13.1  Ordering process

(a) In accordance with clause 2.2, before placing an order you will be asked to agree to these terms and conditions, including this clause 13 (Purchasing Goods from the Fringe online shop on the Website). If you refuse to accept these terms and conditions, you will not be able to order any goods from us.
(b) If we have to revise these terms and conditions as they apply to your order, we will contact you to give you reasonable advance notice of the changes and let you know how to cancel the order if you are not happy with the changes. You may cancel either all the affected goods or just the goods you have yet to receive. If you opt to cancel, you will have to return (at our cost) any affected goods you have already received. We will arrange a full refund of the price you have paid, including any delivery charges (irrespective of whether you have already received them).
(c) The order process allows you to check and amend any errors before submitting your order to us. Please take the time to read and check your order at each stage of the order process.
(d) After you place an order, you will receive an e-mail from us acknowledging that we have received your order. However, please note that this does not mean that your order has been accepted. Our acceptance of your order will take place as described in clause 13.1(e) below
(e) We will confirm our acceptance of your order by sending you an e-mail that confirms that the goods you have ordered have been dispatched ("Dispatch Confirmation"). The contract between us will only be formed when we send you the Dispatch Confirmation

13.2 Delivery

Your order will be fulfilled by the estimated delivery date set out in the Dispatch Confirmation, unless there are circumstances beyond our reasonable control – including, without limitation, strikes, postal failures, lock-outs and other industrial disputes, breakdown of systems or network access, failure of our suppliers or producers, flood, fire, explosion, acts of terrorism or accident – and we will not be held liable for any delays caused by such circumstances. In such circumstances, we shall contact you with a revised estimated delivery date after the event beyond our reasonable control is over. You may cancel an order affected by circumstances outside our control. To cancel, please contact us using the contact details provided in clause 13.11 (a). If you opt to cancel, you will have to return (at our cost) any relevant goods you have already received and we will refund the price you have paid, including any delivery charges. We aim to process all orders within 3 working days from the day following the day your order is placed (please note that Saturday and Sunday are not classed as working days) with the exception of orders placed for delivery to the Highlands and Islands which we aim to process within 7 working days from the day following the day your order is placed.

(a) Delivery will be completed when we deliver the goods to the address provided by you at the time of your order, and the goods shall be your responsibility from the completion of delivery. You shall own the goods once we have received payment in full (including all applicable delivery charges). If the goods will not fit through the letter box and no signature is required and no-one is available at your address to take delivery, we will leave you a note that the goods have been returned to our premises; in which case, please contact us using the number provided in clause 13.11(a) for re-delivery. Alternatively, please advise us at the time of placing your order an alternative person to whom the goods may be delivered.
(b) The available dispatch options for deliveries within the UK and internationally, and the costs associated with each method of delivery, are available before any purchase is completed. Standard delivery is free on all orders over £75. If you require an order to be dispatched for next day delivery, you will need to place the order by 13:00 on the previous day and select the special delivery option.
(c) All delivery times set out in this paragraph 13.2(c) are estimated and are based on advised timescales set by the postal service.

UK Delivery Times and Options:
(excluding the Highlands and Islands)

• 1st Class Letter: 2 - 3 working days
• 1st Class Packet: 2 - 3 working days
• 2nd Class Packet: 3 - 5 working days
  

International Delivery Times and Options

• Airmail - Eastern and Western Europe: 5 - 7 working days
• Airmail - outside Europe: 7 - 10 working days
• International Signed For: 3 - 7 working days

(d) All orders to the UK are dispatched via Royal Mail. We currently only offer airmail delivery to countries outside of the UK.  
(e) Nominated day delivery is not available internationally at this time. However, we do offer the International Signed For delivery service via Royal Mail. With International Signed For, you are opting for a more secure delivery that requires a signature from the recipient upon delivery of the order.
(f) Please note that UK and international deliveries will not be shipped on public holidays in Scotland. For information on Scottish public holidays, please see here.
(g) Further shipping information for international customers:

Customers outside the United Kingdom may also be liable for any customs/import duty, quotas, permits, product restrictions and other local requirements, and must comply with all applicable laws and regulations of the country for which the goods are destined. These charges must be paid by the recipient of the parcel. Customs policies and import duties vary from country to country, hence we are unable to tell you what the incurred costs might be. We strongly advise you to check with your local customs office for current charges before placing your order so that you are aware of the charges involved (if applicable). We shall not be liable for any such charges or if you break any applicable laws in the country to which these goods are destined.

13.3         Remedies for missed delivery deadline in certain circumstances

(a) If we miss the delivery deadline (at least 30 days after the day on which you enter the contract, unless an alternative delivery deadline is agreed with us) for any goods then you may cancel your order straight away if any of the following apply:

(i) We have refused to deliver the goods;

(ii) Delivery within the delivery deadline was essential (taking into account all relevant circumstances); or

(iii) You told us in accordance with clause 13.8 (b) before we accepted your order that delivery within the delivery deadline was essential.

(b) If you do not wish to cancel your order straight away, or do not have the right to do so under clause 13.3(a), you can give us a new deadline for delivery, which must be reasonable, and you can cancel your order if we do not meet the new deadline.
(c) If you do choose to cancel your order for late delivery under clause 13.3(a) or 13.3(b), you can do so by using the contact details provided in clause 13.11(a) for just some of the goods or all of them, unless splitting them up would significantly reduce their value. If the goods have been delivered to you, you will have to return them to us or allow us to collect them, and we will pay the cost of this. After you cancel your order we will refund any sums you have paid to us for the cancelled goods and any applicable delivery charges paid by you.

13.4 Risk
Risk in the products shall pass to you once they have been delivered to the delivery address stipulated in your order.

13.5 Price and payment options

(a)  The price for the products that you order will be the price quoted on the Website at the date the order is received, except in the case of obvious error. All prices currently advertised are not inclusive of delivery charges: the prices associated with each method of delivery are advised to you during the check out-process, before any purchase is completed. You can check your delivery charges for your basket prior to check out and completion of purchase.
(b) All prices currently advertised are inclusive of VAT (where applicable). We currently do not offer VAT exemption for international customers or any geographical regions. The grand total of the order is the price of the product(s) ordered plus the delivery charge.
(c) We currently only accept the following payment cards: Visa, Mastercard, Maestro/Solo. The price charged to customers outside of the United Kingdom will be subjected to the exchange rate applied by the customer's credit or debit card company. The rates are not defined or determined by us. Your debit or credit card will be charged once you submit your order.
(d) By submitting a credit or debit card number, you represent and warrant that your use of the particular card is authorised and that all information that you submit is true and accurate, and you authorise us to charge to the card tendered all amounts payable by you to us based on the products ordered.
(e) You may be subject to validation checks and/or third party authorisations during the ordering process.
(f) You are personally liable for any orders that you place and charges that you incur.

13.6 Returns and refunds

Please note – this section refers to Fringe shop purchases only – for information on ticketing please see the box office section

Unless a customer exercises their right to cancel the contract under clause 13.7 or clause 13.3 applies, or we are unable to fulfil an order (for example, because a product has been discontinued), orders for goods made through the Website are non-refundable and non-exchangeable. For orders placed through the Website, completion is deemed to be when the products have been delivered. However, for orders placed for postal delivery and not received, we will arrange an alternative means of fulfilling the order. You should contact us in good time to inform us of orders not received, by telephoning 0131 226 0026 or emailing shop@edfringe.com for Website orders.

13.7 Cancellations and returns (UK and EU customers only)

(a) Customers within the UK and EU have a legal right to cancel a contract under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Directive on Consumer Rights (2011/83/EU) respectively, during the period set out in clause 13.7(b). During this 'cooling off' period, you are entitled to decide that you do not want the goods and you can notify us of your decision to cancel the contract in accordance with clause 13.7(d) and receive a refund. Advice about your legal right to cancel the contract is available from your local Citizens' Advice Bureau or the Trading Standards office. Nothing in these terms and conditions will affect these legal rights. Details of your legal right to cancel, a link to the cancellation form, and an explanation of how to exercise it are also provided in the Dispatch Confirmation.
(b) Your legal right to cancel your contract with us starts from the date that we send you the dispatch confirmation (after your card has been debited), which is when the contract between us is formed, until either:

(i) 14 days from the day after the day of receipt of your goods (the "Cancellation Period"), if your contract is for a single product; or

(ii) 14 days from the day after the date of receipt of the last of the separate products ordered (the "Cancellation Period"), if your contract is for multiple products which are delivered on separate days.

(c) However, this cancellation right does not apply in the case of:

• Any products made to your specification or clearly personalised;
• Newspapers, periodicals or magazines;
• Perishable goods, such as food, drink or fresh flowers;
• Software, DVDs or CDs which have a security seal which you have opened or unsealed.

(d) Should you wish to return the goods purchased or cancel the contract before the goods have arrived, you must notify us, within the Cancellation Period, that you have decided to cancel the contract. The easiest way to notify us of your intention to cancel is contacting us using the contact details provided in clause 13.11(a). If you are emailing us or writing to us, please quote your order number. If you cancel by email during the Cancellation Period, your cancellation is effective from the date you sent us the email.  

Subject to clause 13.7(e), should you cancel the contract within the Cancellation Period, we will refund you the price you have paid for the goods and any delivery charges paid by you, to the original method of payment used to purchase the goods:

• 14 days after the day on which we receive the product back from you or, if earlier, the day on which you provide us with evidence that you have sent the goods back to us; or
• If you have not received the goods, the refund will be given to you 14 days after the day you gave us notice of cancellation.

You will receive an email confirming the refund amount.

(e) We will deduct from any refund the amount of any reduction in value of the goods due to any use of the goods beyond what is necessary to establish their nature, characteristics and function (for example, if this has been caused by your handling them in a way which would not be permitted in a shop). In respect of a refund of the delivery charges paid by you, the maximum refund will be the costs of delivery by the least expensive delivery method we offer (provided that this is a common and generally acceptable method). For example, if we offer delivery of a product within 3-5 working days at one cost, but you choose to have the product delivered by first class or special delivery, we will only refund what you would have paid for the cheaper delivery option.
(f) If you have received the goods, it is your responsibility to return the goods to us without undue delay and in any event no later than 14 days after the date on which you let us know that you wish to cancel the contract ("Return Period"). The goods must be returned to the address set out in clause 13.11(a) at your own cost (unless the goods are damaged, faulty or mis-described, in which case we shall refund the full price of the goods, together with any applicable delivery charges and any reasonable costs you incur in returning the goods to us). We strongly recommend that proof of postage is obtained when returning any part of your order. If you do not return the goods within the Return Period, we may charge you for the direct costs of recovering the goods from you, which may result in a reduction (equivalent to the costs of recovering the goods from you) of the overall refund due to you. This may be in addition to any deductions made for a reduction in the value of the goods (once recovered) in accordance with clause 13.7(e).
(g) Because you are a consumer, we are under a legal duty to supply goods that are in conformity with the contract. You have legal rights in relation to goods that are faulty or mis-described; these legal rights are not affected by your return and refund in this clause 13 or anything else in these terms and conditions.  

13.8 Product information

(a) We take every care and effort to ensure that all product details that appear on the Website are correct and accurate at the time when the relevant information was entered into the system. However, the actual colours you see will depend on your monitor and we cannot guarantee that images on the Website will accurately reflect the colour of the product on delivery. Where possible, we will provide measurements of sizes. Whilst these measurements are approximate, we do make every effort to ensure that they are as accurate as possible.
(b) Once an item is sold out, we endeavour to take it off the Website at the earliest opportunity as it may not be available again. We continually update our online store. There may be a delay between the time when the order is placed and the time when the order is accepted and dispatch confirmation sent out, and during this time, the stock availability relating to particular products may change. If a product you have ordered becomes out of stock before we accept the order and send you the dispatch confirmation, we shall notify you as soon as possible, will not process your order and shall refund the price you have paid for the goods including any delivery charges. Prices of products may change from time to time. From time to time our retail stores may run special local promotions (which may not be available on the Website) or we may offer special discounts online that are not available in the retail stores. If items that you order are out of stock, subject to a delay, or the price is higher than that shown on your order, we will try to contact you at the email address or telephone number you provided when placing your order. In this instance, you have the opportunity to cancel the order should you choose not to proceed. We will not process your order until we have your instructions. If we are unable to contact you, we will treat the order as cancelled, notify you in writing and refund the price you have paid for the goods including any delivery charges.

13.9 Ethical sourcing policy

(a) We are committed to offering you high quality products and to ensure that all our supplies are operating ethically, complying to national employment laws and regulations with particular regard to:

• Minimum age of employment
• Health and safety
• Freedom of association and the right to collective bargaining
• No discrimination
• No harsh or inhumane treatment
• Working hours and rates of pay
• Terms of employment
• Environmental sustainability

(b) We will never knowingly source stock from countries that are in breach of the above regulations. Where possible, we make a continued effort to look at our suppliers' ethical policies and monitor their principles to ensure they are maintained when dealing with their own suppliers.

13.10 Transactions

(a) If you have any queries relating to our shop, the products featured or the status of your order, please do not hesitate to contact us by using our contact form. You can also reach us via the following ways:

Email
shop@edfringe.com

Post
Edinburgh Festival Fringe Shop
180 High Street
Edinburgh
EH1 1QS

Phone
+44 (0)131 226 0026